Welcome to our Call Centre blog!

Here, you can expand your knowledge and expertise in the call center and customer service industry. Our blogs are informative and full of examples. You will learn the latest trends in the contact centre world, how to improve customer satisfaction & sales, and what is our team up to. Have fun!

40 new jobs created for Cork Business outsource provider, Arema Connect is set to expand their Customer Service operations. Blackpool, Cork – August, 2018 Arema Connect, a 24/7 Business outsource provider, is set to expand with the Creation of new jobs in Cork over...

If you work in the retail sector, your team is most likely finalising plans for the Christmas campaign. You should never forget the Christmas Retail Customer Services that you will be providing to your clients and how will you be supporting their Christmas Shopping...

Increase Your Profit by Integrating Market Research Throughout Your Organisation Market research can be defined as the method of gathering data on goods and services to determine whether they will succeed in the marketplace and establish if there is a...

Another Year of world cup fever is truly underway, and undoubtedly some of the world’s finest team scorers outshine themselves to the Playoffs. As teams stubble and fumble. The same attitude is true for Customer Contact Centers. If you have an experienced team on the...

By 2021 there is set to be 30.2 billion active Social Media users worldwide. That is to say, it is vital to be where your customers are. There are huge benefits of providing great Social Media Customer Support. Some of these benefits include: Swift Response Times...

Web Chat Using a Multichannel service like a web chat tool is an integral touch point for your customers. Not only does this straighten your digital presence – but vastly improves your efforts to providing a fuller Omnichannel approach to customer service. According...

Fact: There is no "I" in team. The Oxford dictionary defines teamwork as "the combined action of a group, especially when effective and efficient". Teamwork is vital for any organisation to function to the best of its ability. In the world of Contact Centers it is...

We know everyone is excited about summer holidays. But, have you the appropriate preparation and support services in place for your holiday cover? Ensure you have the correct staffing to keep your business in operation and provide excellent customer service. Basic...

Contact Centre fundraising is becoming more popular. Many organisations are starting to give back to society and raise funds for many worthy causes. Recently, we came across the Kiss Good to MS Campaign and we wanted to get involved. What is MS? Multiple Sclerosis is...

Typically firms are the most defenceless in times of Crises. In fact, it can be detrimental to the operation of a business, resulting in closure following a public disaster. Businesses need to be practically prepared for any crises that may arise, whether mismanaged...

The omni-channel vs. the multi-channel The difference between an omni-channel and multi-channel approach often gets people confused. Before we dive into how to achieve an omni-channel approach in the retail sector, we best make this clear. Many retailers use a...

First Call Resolution is a key metric in the contact centre industry, and it is an important element of customer relationship management (CRM). Any customer dreams with first call resolution. For them, it means that with 1 unique phone call, the solution is provided...

The use of customer journey maps is common in the area of web design and content planning. In this blog, we propose to use this tool to help you in the identification of your customer contact centre needs through their journey. There are multiple customer’s journey...

Summer is fast approaching. Half of us are already thinking about the holidays, checking flights and dreaming about our next destination. Holidays are a well-deserved break for all your employees; however, it can become a nightmare for sole workers, small companies...

Education Provider Client description Our client is an education provider in the area of technology. They provide courses for adults and children related to the use of the Internet and Social Media. Their courses focus on the benefits of using these tools and what...

In order to gain a greater insight into the most common problems faced by Online Shoe Shoppers, we conducted a survey here at Arema Connect. 52% of our respondents purchase their shoes both in store and online. Therefore, it can be said that the increase in popularity...

Diversification of services and products in the financial sector is growing rapidly. Every day there is a larger number of financial options offered to clients (e.g. mortgage options, saving accounts, current accounts). But it is a fact, that customers are slow...